Team Leader - Call Centre

Key Responsibilities:

• Performance Monitoring: Tracking key performance indicators (KPIs) such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores to assess agent performance and identify trends.
• Feedback and Support: Providing constructive feedback to agents, offering examples of best practices, and brainstorming ways to improve specific behaviors and processes.
• Training: Developing and delivering training programs for new hires and existing agents to enhance their skills and knowledge.
• Collaboration: Collaborating with call center management and other departments to identify training needs and implement strategies to improve customer service.
• Process Improvement: Identifying areas for process improvement within the call center to enhance efficiency and effectiveness.
• Reporting: Preparing reports on team performance and customer service metrics to track progress and identify areas for further development.
• Handling Escalations: Assisting agents in handling escalated customer issues with professionalism and diplomacy.

Skills Required:

• Strong Communication Skills: Excellent verbal and written communication skills are essential for effective coaching and feedback delivery.
• Active Listening:The ability to actively listen to agents' concerns and understand their challenges is crucial for providing relevant and effective coaching.
• Problem-Solving Skills:The ability to identify and resolve issues that agents may be facing in their daily work.
• Leadership Skills:The ability to motivate and guide agents to achieve their full potential.
• Call Center Knowledge:A strong understanding of call center operations, customer service principles, and sales techniques.
• Proficiency in Call Center Software:Familiarity with call center software and systems is important for monitoring performance and analyzing data.

Designation: Team Coach

Role: Team Leader

Industry Type: Emergency Medical Services

Job Types: Full-time, Permanent

Pay: Up to ₹20,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person

Speak with the employer
+91 7738007108